My Package May Be Impacted by Customs — What Should I Do?
If you’ve received the above notification — either on your tracking page or via email from customs or the courier — don’t panic. Here’s a step-by-step guide to help you understand what to do next:
Use the terms in the message to identify who is responsible for the next steps:
Shipper = The person who sent the shipment (usually you, in Singapore).
Importer / Consignee = The person receiving the shipment (the recipient, usually overseas).
Customs will typically request information from one of these parties, so identifying the right person helps avoid unnecessary back-and-forth.
Reach out to the courier in the correct country, based on who is responsible:
If you are the sender: Contact the courier’s Singapore support team.
If you are the recipient: Contact the courier’s support team in your country (e.g., US, UK, etc.).
Each country has a different support line. You can usually find the right contact details by searching online for the courier’s customer service number in the relevant country (e.g. “FedEx US contact number”). Most courier hotlines are publicly available and easy to locate with a quick search.
If the message says "No action required" – you’re all good! Just monitor the tracking and wait.
If documents or further details are requested – start preparing them as best as you can. Don’t delay!
For Senders to note:
*Note: Always include your tracking number in the email subject line — this helps the courier identify your shipment quickly and pull up the relevant details.
Why should we contact them directly?
A direct call/email to the local courier facility usually leads to a quicker resolution. While we can help by passing along information for urgent shipments, it can add delays.
We’re not ignoring you—we just want to speed up your delivery!
🔍 Step 1: Understand Who Needs to Take Action
Use the terms in the message to identify who is responsible for the next steps:
Shipper = The person who sent the shipment (usually you, in Singapore).
Importer / Consignee = The person receiving the shipment (the recipient, usually overseas).
Customs will typically request information from one of these parties, so identifying the right person helps avoid unnecessary back-and-forth.
☎️ Step 2: Contact the Right Courier Team
Reach out to the courier in the correct country, based on who is responsible:
If you are the sender: Contact the courier’s Singapore support team.
If you are the recipient: Contact the courier’s support team in your country (e.g., US, UK, etc.).
Each country has a different support line. You can usually find the right contact details by searching online for the courier’s customer service number in the relevant country (e.g. “FedEx US contact number”). Most courier hotlines are publicly available and easy to locate with a quick search.
📋 Step 3: Follow the Instructions Carefully
If the message says "No action required" – you’re all good! Just monitor the tracking and wait.
If documents or further details are requested – start preparing them as best as you can. Don’t delay!
For Senders to note:
Local SG FedEx Contact: 1800-743-2626
Local SG FedEx Email: sgcsr@fedex.com
Local SG UPS Contact: +65 6738 3388 / 1800-738-3388
Local SG UPS Email: custsvcsgen@ups.com
*Note: Always include your tracking number in the email subject line — this helps the courier identify your shipment quickly and pull up the relevant details.
Why should we contact them directly?
A direct call/email to the local courier facility usually leads to a quicker resolution. While we can help by passing along information for urgent shipments, it can add delays.
We’re not ignoring you—we just want to speed up your delivery!
Updated on: 04/04/2025
Thank you!